Milena Garmendia
Branch Operation Manager
Chelsea,MA
Summary
Branch Operations Manager with a proven track record at Santander Bank US, specializing in operational efficiency and team leadership. Excelled in enhancing client relationships and upselling, achieving significant sales growth. Skilled in conflict mediation and process improvement, mentoring teams towards excellence. Demonstrated ability to drive operational success and customer satisfaction.
Overview
9
9
years of professional experience
Work History
Branch Operations Manager
Santander Bank Us
Boston, MA
07.2018 - Current
- Ensured maximum customer satisfaction through superior service.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Facilitated sales growth by supporting team initiatives.
- Identified opportunities for upselling additional products or services based on customer needs.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Developed key performance indicators to measure effectiveness of operational processes.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
Team Lead
JCREW
Somerville, MA
07.2015 - 07.2018
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Managed conflict resolution within the team to maintain a positive work environment.
- Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Monitored operations and reviewed records and metrics to understand company performance.
- Set specific goals for projects to measure progress and evaluate end results.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Resolved escalated customer complaints or queries promptly and efficiently.
Education
High School Diploma -
Chelsea High School
Chelsea, MA05-2016
Skills
- Team leadership
- Operational efficiency
- Upselling and cross selling
- Risk management
- Conflict mediation
- Dependable
- Client relationships
- Organizational management
Languages
English
Full Professional
Spanish
Full Professional
Accomplishments
- Top performer
Timeline
Branch Operations Manager
Santander Bank Us
07.2018 - Current
Team Lead
JCREW
07.2015 - 07.2018
High School Diploma -
Chelsea High School
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